WorksheetsITIL Q241-Q280
Total questions: 40
Worksheet time: 13mins
Name
Class
Date
1.
Which statement about service offerings is CORRECT?
a)
The same product can be used as a basis for more than one service offering
b)
Service offerings include the transfer of goods from the consumer to the provider
c)
Service offerings describe how providers and consumers cooperate to co-create value
d)
Each service should be described to consumers as a single service offering
2.
Which can a change schedule be used for?
a)
Speeding up the planning and authorization of emergency changes
b)
Providing information about deployed changes to help manage incidents and problems
c)
Providing a means of initiating and assessing normal changes
d)
Tracking and managing improvement ideas from identification through to final action
3.
Which is part of the value proposition of a service?
a)
Costs removed from the consumer by the service
b)
Costs imposed on the consumer by the service
c)
Outputs of the service received by the consumer
d)
Risks imposed on the consumer by the service
4.
Why should a service level manager carry out regular service reviews?
a)
To ensure that agreements are written simply and are easy to understand
b)
To collect information about service consumer goals and objectives
c)
To capture information about service issues and performance against agreed goals
d)
To ensure continual improvement of services, so that they meet the evolving needs of service consumers
5.
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?
a)
Problem
b)
Incident
c)
Event
d)
Known error
6.
Which value chain activity ensures that ongoing service activity meets user expectations?
a)
Plan
b)
Engage
c)
Obtain/build
d)
Deliver and support
7.
Which practice's purpose includes creating closer, more collaborative relationships?
a)
Supplier management
b)
Information security management
c)
Release management
d)
Service configuration management
8.
Which TWO are inputs to the service value system? 1. Demand 2. Products 3. Value 4. Opportunity
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
9.
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
a)
Service level manager
b)
Service desk agent
c)
Change authority
d)
Problem analyst
10.
Which is the addition, modification or removal of anything that could have an effect on services?
a)
A change
b)
An event
c)
A service request
d)
A problem
11.
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
a)
Focus on value
b)
Start where you are
c)
Think and work holistically
d)
Optimize and automate
12.
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
a)
Service desk
b)
Continual improvement
c)
Problem management
d)
Incident management
13.
What is a problem that has been analyzed but has not been resolved?
a)
Workaround
b)
Incident
c)
Known error
d)
Risk
14.
Which is described by the 'organizations and people' dimension of service management?
a)
Workflows and controls
b)
Communication and collaboration
c)
Inputs and outputs
d)
Contracts and agreements
15.
Which facilitates outcomes that customers want to achieve?
a)
Service
b)
Warranty
c)
Organization
d)
IT asset
16.
Which practice recommends that organizations develop competencies in techniques such as SWOT analysis, and balanced scorecards?
a)
Incident management
b)
Continual improvement
c)
Service request management
d)
Change enablement
17.
Which ITIL concept helps an organization to make good decisions?
a)
Four dimensions of service management
b)
Guiding principles
c)
Service value chain
d)
Practices
18.
Which is a recommendation applying the guiding principle 'keep it simple and practical'?
a)
Communicate in a way the audience can hear
b)
Sometimes nothing from the current state can be re-used
c)
If a practice is easier to follow it is more likely to be adopted
d)
Fast does not mean incomplete
19.
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
a)
Incident management
b)
Service request management
c)
Monitoring and event management
d)
Change enablement
20.
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
a)
Service level manager
b)
Service desk agent
c)
Change authority
d)
Problem analyst
21.
Which practice nurtures links with stakeholders at strategic and tactical levels?
a)
Supplier management
b)
Relationship management
c)
Continual improvement
d)
Service level management
22.
Which is a way of applying the guiding principle 'focus on value'?
a)
Understanding how service consumers use services
b)
Comprehending the whole, but doing something
c)
Recognizing the complexity of systems
d)
Doing fewer things, but doing them better
23.
Which of the following is NOT recommended by the guiding principle 'start where you are'?
a)
Asking questions that appear to be stupid
b)
Identifying what is available to be leveraged
c)
Building something completely new
d)
Collecting data directly from the source
24.
Which is a use of a continual improvement register?
a)
Planning changes, assisting in communication, avoiding conflicts, and assigning resources
b)
Selecting the right method, model or technique for identifying improvements
c)
Tracking and managing improvement ideas from identification through to final action
d)
Describing the services designed to meet the needs of a consumer group
25.
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
a)
Incident management
b)
Service level management
c)
Problem management
d)
Service request management
26.
Which TWO of the following are considerations of change enablement? 1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
27.
How can a service consumer contribute to the reduction of risk?
a)
By providing the service in accordance with requirements
b)
By ensuring that the service provider's resources are correctly configured
c)
By fully understanding their own requirements for the service
d)
By managing the detailed level of risk on behalf of the service provider
28.
In which case would a problem be logged as part of the problem identification?
a)
When the cause is identified but not resolved
b)
After receiving of error information from a supplier
c)
When a user reports an unplanned service interruption
d)
After a workaround is identified and documented
29.
Identify the missing word: The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.
a)
organizations
b)
outcomes
c)
IT assets
d)
services
30.
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
a)
Service level management
b)
Change enablement
c)
Problem management
d)
Service request management
31.
Which service request management decisions require that policies are established?
a)
Deciding how degradations of service are resolved
b)
Deciding how to handle service requests where the steps are unknown
c)
Deciding which service requests require approval
d)
Deciding when workarounds should be used
32.
Which dimension of service management considers how activities are coordinated?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
33.
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
a)
Incident management
b)
Service level management
c)
Service request management
d)
Change enablement
34.
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
a)
Service configuration management
b)
IT asset management
c)
Change enablement
d)
Deployment management
35.
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
a)
Service request management
b)
Continual improvement
c)
Problem management
d)
Service desk
36.
What is the customer of a service responsible for?
a)
Defining the requirements for the service
b)
Provisioning the service
c)
Using the service
d)
Authorizing the budget for the service
37.
When using the 'continual improvement model', which information should be produced to understand where the organization is now?
a)
Business objectives
b)
Improvement plans
c)
Assessment results
d)
Measurable targets
38.
Which statement about value streams is CORRECT?
a)
Each value stream must include all six value chain activities
b)
Each value stream must include suppliers or partners
c)
Each value stream must be designed for a specific scenario
d)
Each value stream must include all 34 ITIL practices
39.
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
a)
Optimize and automate
b)
Think and work holistically
c)
Start where you are
d)
Focus on value
40.
Which is an activity in the 'problem control' phase of problem management?
a)
Re-assessing a known error to manage the ongoing impact
b)
Implementing a technical fix to resolve an issue
c)
Documenting the steps in a workaround
d)
Reviewing incident records to identify trends
100 %
